When automating CRM functions within a company, business leaders must both take into account and priorities the needs of its different departments, and stick to those priorities throughout implementation.

The government has begun adopting customer resource management tools and techniques in an attempt to provide better online service to citizens. Unfortunately, the fragmented nature of their approach prevents this from being truly effective.

Document management tools were originally designed to deal with static documents that emulated their paper counterparts. But as content delivery becomes increasingly dynamic and collaborative, document management must change as well.

Service level agreements provide a performance benchmark that can build customer trust and attract new users. New solutions are available to help companies create and adhere to their SLAs; however, experts urge finding a good match before adopting one.